In the world of infrastructure management and enterprise software, the choice between on-premise and SaaS (Software as a Service) solutions has become a strategic decision for every organization, influencing key areas such as security, flexibility and operational costs.
Both models offer different approaches to software implementation and usage. While SaaS stands out for its accessibility and ease of adoption, the on-premise model provides absolute control over data and infrastructure, making it particularly relevant in industries where security and regulatory compliance are top priorities.
In this article, we analyze the advantages and disadvantages of each model, discussing practical use cases and offering strategic advice to help organizations make informed decisions. Regardless of your needs, understanding these approaches will enable you to optimize your infrastructure management effectively.

What Is the On-Premise Model?

The term “on-premise” refers to a model in which software is installed and operated on an organization’s local servers. Instead of relying on an external provider for hosting and application management, the company purchases a perpetual license and maintains full control over its infrastructure and data. This means that all resources required to operate the system—hardware, storage, network, and IT staff—are under the direct control of the organization.
For example, a financial sector company may choose an on-premise model to ensure that its sensitive data remains entirely within its domain and complies with strict local regulations.
In the field of infrastructure management software, this model is common in tools such as:

• ITIM (IT Infrastructure Management): Monitoring and optimizing critical infrastructures, such as servers and networks.
• ITOM (IT Operations Management): Automating and managing operational tasks in complex IT environments.
• SIEM (Security Information and Event Management): Enabling security monitoring and analysis.
• ITSM (IT Service Management): Managing IT services.
• CMDB (Configuration Management Database): Documenting assets and their relationships with services.

The on-premise model provides a custom and controlled experience, which many companies consider essential, especially in industries where security and regulatory compliance are critical.

What Is the SaaS Model?

The SaaS (Software as a Service) model is based on cloud-hosted applications provided as a service by external vendors. This approach is especially beneficial for companies with distributed teams or those needing to scale quickly, as it allows access to tools from anywhere with an internet connection and the ability to adjust capacity in real time according to needs.
Instead of installing the software locally, companies access it via the Internet through a monthly or annual subscription. This model is common in tools such as:

• RMM (Remote Monitoring and Management): Remote management of devices.
• APM (Application Performance Management): Optimizing application performance.
• ESM (Enterprise Service Management): Extending ITSM capabilities across the organization.

SaaS has gained popularity due to advantages such as:

• Ease of implementation: Enables quick deployment, eliminating the need for complex initial configurations.
• Lower upfront costs: Offers a low initial investment compared to on-premise solutions, with predictable recurring fees.
• Immediate and ubiquitous access: Users can access the software from any location and device with an Internet connection.

However, this model also has limitations that must be considered:

• Vendor dependency: Service interruptions or unilateral changes to contract terms may impact business operations.
• Data security risks: Sensitive information could be exposed due to security breaches or unauthorized access on the provider’s servers.

Despite its benefits, the SaaS model is not always the best choice for organizations that prioritize data sovereignty or require high levels of customization.

Criteria Comparison: On-Premise vs. SaaS

Real Cases: The Hidden Risks of SaaS

Although the SaaS model offers significant benefits, it also presents risks that can severely impact an organization’s operations if proper precautions are not taken. Below are five real cases illustrating the most common challenges associated with this model:

• Critical vendor dependency:
  A large retail company experienced a multi-day outage due to a massive failure in its SaaS provider’s servers. The lack of local data backups and an internal contingency system brought operations to a standstill, resulting in multimillion-dollar losses.
• Unexpected pricing policy changes:
  A tech startup saw a sudden 40% increase in its SaaS provider’s fees without prior notice. Due to its deep integration with the tool, it was unable to migrate quickly, directly impacting its profit margins.
• Data loss due to provider shutdown:
  A small business relying on a niche SaaS solution lost all its data when the provider abruptly ceased operations. Without an external backup plan, the losses were irreparable.
• Exposure to security attacks:
  An educational institution suffered a cyberattack that compromised sensitive information stored on the SaaS provider’s servers. This incident led to legal and regulatory issues that damaged its reputation.
• Integration limitations:
  A manufacturing company had to invest in costly adaptations to integrate its local ERP system with a SaaS tool that was not natively compatible with its legacy systems.

These examples highlight the importance of conducting a thorough analysis before adopting SaaS solutions. Evaluating factors such as vendor dependency, data security, and compatibility with existing infrastructure is crucial. Additionally, implementing mitigation strategies like local backups and risk assessments can significantly reduce the impact of these challenges.

Why the On-Premise Model Remains Relevant in the 21st Century

In an era dominated by cloud solutions, the on-premise model has evolved to remain a strategic option, particularly for organizations that value data sovereignty, security and complete control over their operations. Below is a detailed analysis of the key advantages of the on-premise model, supported by real-world cases that illustrate its relevance.

Full Control Over Data

With an on-premise model, organizations maintain absolute control over their information, preventing data from being transferred to third parties or stored in locations beyond their reach. This autonomy enhances security and ensures that, in the event of disruptions or disasters, local backups enable a complete and rapid recovery, minimizing any operational impact.
A notable example is Basecamp, which decided to return to local models after facing issues with SaaS solutions. Their decision was driven by concerns over data security and the need for total operational control.
Similarly, Dropbox migrated much of its infrastructure from the public cloud to its own data centers in 2016. This transition not only improved operational efficiency but also strengthened its technological sovereignty by managing critical resources internally. These strategies demonstrate how the on-premise model can be a vital tool for organizations that prioritize the protection of sensitive data.

Advanced Customization and Flexibility

The on-premise model offers a unique level of customization, allowing organizations to tailor their systems entirely to their specific needs. From technical configurations to deep integrations with legacy systems, this approach is ideal for companies with complex operational processes or unique requirements.
A relevant example is Airbus, which chose on-premise solutions to manage its critical IT infrastructure. This decision enabled the company to integrate its legacy aerospace production systems, ensuring operational continuity and optimizing processes without the constraints imposed by SaaS solutions. This level of customization makes on-premise a key tool for industries that require solutions tailored to their operational reality.

Technological Sovereignty

By operating with an on-premise model, companies eliminate dependence on external providers and gain the freedom to define their own technological strategies. This includes controlling update schedules, adjusting configurations according to their needs, and avoiding the risks associated with unilateral changes in policies or pricing.
For instance, in 2016, Dropbox launched the “Magic Pocket” project, migrating a significant portion of its infrastructure from the public cloud to its own data centers. This move not only reduced operational costs but also granted the company absolute control over its critical systems and data. This level of technological independence is essential for businesses that prioritize long-term stability and security.

Guaranteed Regulatory Compliance

In sectors such as banking, healthcare, and government, regulations often require that data remain within national borders or comply with specific security measures. The on-premise model provides a clear advantage by allowing organizations to manage their data within local infrastructures, ensuring complete control over storage, access, and protection.
For public administrations, regulatory compliance is not only a legal obligation but also a matter of trust and sovereignty. This model enables governments and public agencies to ensure that sensitive information, such as citizen data or tax records, is not transferred to third parties or hosted outside the country, minimizing legal and strategic risks.
As a result, many public institutions have chosen to implement on-premise solutions, prioritizing information security and rigorously complying with local and international regulations.

Predictable Long-Term Costs

The on-premise model requires a high initial investment in infrastructure and licenses, but it offers financial predictability that many businesses consider essential. Unlike the SaaS model, which relies on recurring payments and is subject to sudden price changes, the on-premise approach eliminates these variable costs and allows organizations to maintain direct control over operational expenses.
According to an article from Xataka, an increasing number of companies are repatriating their infrastructure from the cloud to on-premise environments due to unexpected and uncontrolled cloud service costs. This phenomenon, known as “cloud repatriation,” highlights the need for many organizations to regain financial and strategic control over their technology systems.
Additionally, a Forbes analysis explains that while cloud services may appear more cost-effective initially, operating expenses tend to increase over time, especially for organizations with intensive workloads. In contrast, the on-premise model enables businesses to plan their technology investments more precisely, without being influenced by external factors that may impact their budgets.
For example, industries such as banking and healthcare, which have stringent regulatory and operational requirements, have found the on-premise model to be a more sustainable solution. These sectors have migrated from the cloud to local infrastructures to avoid cost fluctuations and ensure regulatory compliance. A Leobit study supports this trend, emphasizing that many organizations find the return on investment (ROI) of on-premise solutions superior to cloud solutions when evaluated over a period of more than four years.
Finally, it’s crucial to note that the decision between SaaS and on-premise should not be based solely on annual or monthly cost comparisons. A medium- to long-term strategic analysis shows that on-premise solutions are often significantly more cost-effective for companies seeking financial stability and full control over their technology assets.

Higher Performance in Internal Networks

On-premise solutions, operating directly on a company’s local infrastructure, offer significant advantages in terms of performance, particularly in reducing latency and dependence on an Internet connection. By working on local networks, these solutions ensure faster response times and more consistent performance compared to cloud-based applications.
A notable example mentioned in Puppet is the case of companies like Basecamp, which decided to repatriate their infrastructure from the public cloud to on-premise data centers. This move allowed them to regain control over their infrastructure, enhance security, and reduce vulnerabilities while implementing customized measures to comply with local regulations.
Additionally, according to a report by EETimes, 83% of CIOs plan to repatriate workloads to local infrastructures in 2024. The main reasons for this trend include performance control, reduced operational costs, and improved security for critical data.
An analysis by The New Stack also highlights how companies in sectors such as finance and telecommunications are reevaluating exclusive cloud usage, favoring a hybrid or fully on-premise approach to optimize the performance of critical applications and reduce latency in their operations.
These examples reflect a growing trend toward workload repatriation, where companies seek to balance the advantages of the cloud with the need for total control and greater operational efficiency that on-premise solutions provide.

Compliance with Specific Regulations (Sovereignty and Local Regulations)

On-premise solutions offer significant advantages in terms of regulatory compliance, especially in industries where regulations require that data remain within national borders. This approach allows companies to ensure that sensitive information is not transferred to foreign servers, minimizing legal and strategic risks—an essential factor in sectors such as banking, healthcare and public administration.
A Capgemini analysis indicates that many organizations have chosen to repatriate their data from cloud environments to local infrastructures to comply with strict sovereignty regulations. This move has enabled them to implement more specific and customized measures that ensure the protection of sensitive data against vulnerabilities inherent in shared cloud environments.
In this context, the use of on-premise Security Information and Event Management (SIEM) systems has proven to be a crucial solution for meeting regulatory requirements and ensuring data sovereignty. For example, tools like Pandora SIEM not only offer a highly customizable and reliable platform but also allow data to remain within the company’s infrastructure, ensuring security and regulatory compliance.
Similarly, solutions such as OpenText ArcSight™ Enterprise Security Manager stand out for their ability to facilitate compliance with local regulations while maintaining absolute control over critical information.
These examples underscore how on-premise solutions are essential for companies operating in regulated sectors, providing them with the necessary tools to ensure strict regulatory compliance. Additionally, they reinforce the operational autonomy of organizations, ensuring that sensitive data remains under their direct control.

Custom Scalability

On-premise solutions allow companies to exercise complete control over their technological infrastructure, offering scalability tailored to their specific needs. This level of customization eliminates the limitations often imposed by SaaS providers, giving organizations the flexibility to adjust their resources as their operations evolve.
A well-known industry example is Spotify, which, after migrating to AWS in 2011, decided in 2018 to repatriate some of its streaming services to its own data centers. This move enabled them to regain greater control over the scalability of their systems, ensuring both service quality and operational cost optimization.

Security

On-premise solutions stand out by allowing companies to fully manage the security of their systems, providing absolute control over their technological infrastructure. This approach enables the implementation of customized security controls specifically designed to protect sensitive data, which is crucial in industries with strict security and privacy regulations, such as finance, healthcare, government, and defense.
In response to security incidents in cloud environments, many companies have chosen to migrate to on-premise solutions. This transition has allowed them to strengthen the protection of critical data, implementing tailored security measures that surpass the limitations of shared cloud environments.

Seamless Integration with Legacy Systems

On-premise solutions are particularly well-suited for companies that rely on legacy systems, as they allow for deeper and more controlled integration with existing technological infrastructures. This approach not only facilitates operational continuity but also optimizes the use of prior technology investments, ensuring that current systems can evolve without disruptions or incompatibilities.
By operating in an environment fully managed by the organization, the on-premise model provides the flexibility needed to adapt solutions to the specific requirements of legacy systems. This is essential for companies with critical processes that depend on established technologies and need to minimize risks associated with complex migrations or compatibility failures.

Final Reflections on Software Ownership

The on-premise model grants companies full ownership of software licenses, a crucial advantage for avoiding the risks associated with external control that characterizes SaaS models. This approach is especially valuable in environments where stability and long-term predictability are essential for business operations.

Full Control Over Licenses

Once acquired, an on-premise software license is not subject to unexpected price adjustments imposed by external providers. This control allows companies to plan their technology investments without surprises, ensuring greater financial and operational stability.

Unexpected Price Changes

SaaS models give providers the ability to unilaterally modify pricing, which can negatively impact a company’s operating costs. Additionally, these adjustments are often accompanied by mandatory updates that may not always be relevant or necessary for the customer.
A notable example occurred in 2020, when Adobe increased subscription prices for Creative Cloud, sparking complaints among business users who relied on these tools. Many companies, including small design firms, opted for perpetual software versions or alternative solutions that they could manage internally to avoid these additional costs.

Service Discontinuation

Another risk associated with the SaaS model is the potential discontinuation of service by the provider, which could disrupt critical operations. Companies that rely on these tools are subject to the strategic decisions of providers, putting the continuity of their processes at risk.
For example, in 2019, Google decided to discontinue Google Cloud Print, leaving many organizations without a suitable solution for printing in complex enterprise environments. In response, several of these companies migrated to on-premise solutions, ensuring continuity and full control over their operations.

(Supposed) Advantages of the SaaS Model Over On-Premise

Immediate Access and Global Availability

SaaS allows users to access the solution from anywhere at any time, requiring only an internet connection. This is ideal for organizations with distributed teams or mobility needs.
That is simply not true: While SaaS facilitates access, on-premise solutions can also provide remote access through configurations such as VPNs or secure portals. Moreover, these options are often more secure, as the traffic is controlled and protected by the company’s internal infrastructure, rather than relying on general security measures implemented by a third-party provider.

Low Initial Costs

SaaS does not require a large initial investment in hardware or perpetual licenses, as it is based on a recurring fee. This makes adoption easier for companies with limited budgets.
Caution! An on-premise model does not always mean high initial costs. Companies can reuse existing infrastructure and start with licenses scaled to their current needs. Additionally, trial periods and initial versions of on-premise solutions are often just as accessible as SaaS. In the long run, recurring SaaS costs can far exceed the initial investment in on-premise solutions.

Fast Implementation

SaaS solutions are ready to use almost immediately, without the need for lengthy installation or configuration processes on local servers.
Be careful! While SaaS implementations are often fast, they frequently require “onboarding” processes that involve external consulting and specific adjustments, adding hidden costs and extra time. On the other hand, well-planned on-premise systems can be configured quickly and offer the advantage of being fully adapted to local environments from the start.

Easy Scalability

SaaS makes it simple to increase or decrease capacity based on business needs, paying only for what is used. This allows companies to handle demand spikes without acquiring additional infrastructure.
Keep in mind that many SaaS systems are designed for a specific range of customers, primarily small and medium-sized businesses (SMBs), and may not scale effectively for large enterprises. In contrast, on-premise solutions enable controlled and optimized scalability, free from the technical or commercial limitations imposed by an external provider.

Automatic Updates

Software updates and enhancements are implemented automatically, ensuring that users always have access to the latest version without interruptions or additional costs.
While this is a relevant advantage, on-premise solutions can also include vendor-managed updates through comprehensive support contracts. The key difference is that with on-premise, the company decides when to implement updates, avoiding unwanted disruptions that often occur with automatic SaaS updates.

Reduced IT Workload

Infrastructure management, system maintenance, and technical issue resolution are the provider’s responsibility, freeing up internal IT resources.
Just like the previous point, an on-premise support contract can cover infrastructure management and maintenance, allowing the internal team to focus on other tasks. The key difference is autonomy: with on-premise, the company retains full control over its systems and decisions.

Easier Integration

Many SaaS solutions are designed to integrate quickly with other tools through APIs, simplifying interoperability in complex environments.
However, SaaS integrations are often limited to standard and widely used solutions, excluding proprietary systems or specific technologies that are not prioritized by SaaS developers. On-premise solutions, on the other hand, allow for deep and customized integrations with legacy systems, making them better suited to the unique needs of each company.

Built-in Backup and Disaster Recovery

Most SaaS providers include advanced backup and disaster recovery solutions as part of the service, eliminating the need for internal management of these tasks.
However, this depends entirely on the provider, as data security is fully in their hands. This can be problematic since the provider’s liability is usually limited to the subscription fee paid, which does not reflect the true value of a company’s data. Additionally, many SaaS providers restrict the ability to perform full data backups, effectively tying businesses to the provider’s ecosystem.

Cost Predictability

Subscription models allow for predictable operating expenses, with fixed monthly or annual fees that simplify financial planning.
However, perpetual on-premise licenses also offer cost predictability, as support costs remain stable and updates are optional. In contrast, SaaS providers can unilaterally change their pricing and policies, leaving businesses without viable alternatives.
When calculating costs over four years, it’s nearly impossible to do so accurately with SaaS solutions (as most providers will only offer projections for up to three years). Meanwhile, on-premise projects commonly establish financial plans spanning 10 years, ensuring long-term stability.

Access to Advanced Technologies

SaaS platforms often adopt emerging technologies quickly, such as artificial intelligence or advanced analytics, ensuring that businesses have access to innovations without making additional investments.
While emerging technologies are appealing, SaaS environments tend to focus on the latest trends, often neglecting more mature and well-established technologies that many businesses still rely on. This can lead to compatibility issues and a lack of support for existing systems.

Conclusion

The SaaS model offers clear advantages in terms of accessibility, low initial costs, and reduced maintenance, but these benefits often come with significant limitations. On-premise solutions provide greater control, security, and flexibility, which can outperform SaaS in many scenarios, especially when customization, deep integration, and data sovereignty are critical factors.
Fortunately, with Pandora FMS, you do not have to choose—we offer both SaaS and On-Premise models. Which one do you prefer?
Contact us to find out more.

GLPI is a free IT Service Management (ITSM) solution that allows you to manage assets, incidents and requests within an organization. It works as an incident tracking and service desk system, optimizing technical support and technological resources.

It also includes hardware and software inventory, contracts and licenses, offering a centralized view of the whole infrastructure. Its intuitive web interface and customization options ensure flexibility and scalability for businesses of any size.

What does it bring to your company?

• IT asset management.
• Follow-up and troubleshooting.
• Technical support optimization.
• Scalability: adaptable to companies of any size.

GLPI is ideal for organizations looking to improve the management of their technology resources, automate processes and optimize IT service management.

All the advantages of GLPI together with Pandora FMS

GLPI has an integration in Pandora FMS that some customers are already enjoying.

With it you may automate ticket creation, for which you may use a plugin that you may find in the library . This plugin allows integrating Pandora alerting of ticket creation in your GLPI environment through the rest API available to the service.

Each time an alert is executed and triggers the plugin, it opens a ticket in GLPI with information about the module that triggered the alert: agent, module data, IP address, timestamp and description of the module, with a title for the ticket, category, assignment group and priority, which may vary depending on the alert action.

Running the plugin with its parameters, in a configurable time interval, allows you to automate the whole process of creating a ticket that would normally be performed by a user. It is necessary to use credentials to authenticate with your environment (username and password or a token, which must be generated beforehand). The plugin configuration allows you to specify a title, description, priority, category, group, type of query. In addition, it will check whether there is already a ticket created with these features so that in case it is already created, it is only necessary to add its corresponding follow-up.

The plugin makes use of a parameter called “–recovery” that sets two different paths in its execution. If used, the plugin will check the status of the specified ticket and if it is not closed add a comment on it, if it is closed, it will not do anything else. If it is not used, the performance will be the same, but it will change if the ticket is closed or does not exist. If closed, it will create a new ticket. If it does not exist, it will create the ticket if there is a computer with the same name as the agent specified with the “–agent_name” parameter.

The plugin does not need additional dependencies for its use, since these are already incorporated. But it is necessary for in the GLPI environment to have rest api enabled, since the plugin makes use of it for ticket creation.

For that, access, in your GLPI environment, Setup → General

The “Enable Rest API” option must be enabled.
From that menu you may also enable whether you want to be able to authenticate with credentials, with tokens or both.

Once done, it will be possible to use the plugin, for that, it will be necessary to configure an alert command. By creating alert commands, you may specify and automate ticket creation.

This can be done from the alerts menu, in commands:

Enter a name, group, and the command, using as values for the parameters the macro _fieldx _, where x is the number of the parameter (they do not distinguish any order, each macro just needs to have a different number).

Once configured, you may configure the macro value below in the description fields.

Grafana is an open source platform for real-time data display and monitoring. One of its functions is the creation of interactive and customizable dashboards that make metric analysis from several sources, such as databases, monitoring systems and cloud platforms.

What advantages does it offer for your infrastructure?

• Real-time monitoring of metrics and logs.
• Support for multiple data sources, such as Prometheus, InfluxDB, MySQL, AWS CloudWatch, and more.
• Customizable alerts and notifications for a proactive response.
• Intuitive and highly customizable interface for effective visual analysis.
• Scalability and extensibility through custom plugins and boards.

Grafana integration with Pandora FMS

• API extension loaded in Pandora.
• Access from Grafana to Pandora machine from which you will receive the data and which has the API Extension loaded.
• Enable the plugin ID in the Grafana configuration file.

1. Add Pandora FMS Extension

2. Loading Pandora FMS plugin for Grafana

3. Configuring Pandora FMS as data source for Grafana dashboards

• URL to the extension, which according to the suggestion we will see will be (by default) “http://x.x.x.x/pandora_console/extensions/grafana”, where “xxxx” is the IP address or DNS name to your Pandora FMS console.
• Pandora FMS user, which will allow you to obtain data for Grafana dashboards. This user must have at least agent read permissions (AR) and can only obtain data from those agents on which it has permissions.
• Pandora FMS user password.

What happens if it does not work properly?

• HTTP Error Bad Gateway → If Grafana could not connect to Pandora FMS or if the indicated IP address was incorrect.
• HTTP Error Not Found → If the indicated URL was not correct, for example because Pandora FMS extension was not correctly loaded or just because of an error when typing in the URL in the form.
• Datasource connection error: Unauthorized → If the user and/or password indicated were not correct or if the user did not have the minimum agent read permissions (AR).

Create your first Dashboard in Grafana

• Label: It will allow you to specify the tag that you wish for the data represented for this query to have.
• Group: It is used to filter the agent about which to represent data. A group must be chosen.
• Agent: It is used to filter the module about which to represent data. Some agent must be indicated.
• Module: It is used to specify exactly the module about which to represent data.
• TIP: It is a field that will allow to indicate whether the data to be represented will be compacted or not. If unchecked, the data will be compacted, which will result in easier-to-interpret and faster-loading graphs, although the data sample will not be the actual one but rather an average.

Create your first alarm in Grafana

 

GLPI is a free IT Service Management (ITSM) solution that allows you to manage assets, incidents and requests within an organization. It works as an incident tracking and service desk system, optimizing technical support and technological resources.

It also includes hardware and software inventory, contracts and licenses, offering a centralized view of the whole infrastructure. Its intuitive web interface and customization options ensure flexibility and scalability for businesses of any size.

What does it bring to your company?

• IT asset management.
• Follow-up and troubleshooting.
• Technical support optimization.
• Scalability: adaptable to companies of any size.

GLPI is ideal for organizations looking to improve the management of their technology resources, automate processes and optimize IT service management.

All the advantages of GLPI together with Pandora FMS

GLPI has an integration in Pandora FMS that some customers are already enjoying.

With it you may automate ticket creation, for which you may use a plugin that you may find in the library . This plugin allows integrating Pandora alerting of ticket creation in your GLPI environment through the rest API available to the service.

Each time an alert is executed and triggers the plugin, it opens a ticket in GLPI with information about the module that triggered the alert: agent, module data, IP address, timestamp and description of the module, with a title for the ticket, category, assignment group and priority, which may vary depending on the alert action.

Running the plugin with its parameters, in a configurable time interval, allows you to automate the whole process of creating a ticket that would normally be performed by a user. It is necessary to use credentials to authenticate with your environment (username and password or a token, which must be generated beforehand). The plugin configuration allows you to specify a title, description, priority, category, group, type of query. In addition, it will check whether there is already a ticket created with these features so that in case it is already created, it is only necessary to add its corresponding follow-up.

The plugin makes use of a parameter called “–recovery” that sets two different paths in its execution. If used, the plugin will check the status of the specified ticket and if it is not closed add a comment on it, if it is closed, it will not do anything else. If it is not used, the performance will be the same, but it will change if the ticket is closed or does not exist. If closed, it will create a new ticket. If it does not exist, it will create the ticket if there is a computer with the same name as the agent specified with the “–agent_name” parameter.

The plugin does not need additional dependencies for its use, since these are already incorporated. But it is necessary for in the GLPI environment to have rest api enabled, since the plugin makes use of it for ticket creation.

For that, access, in your GLPI environment, Setup → General

The “Enable Rest API” option must be enabled.
From that menu you may also enable whether you want to be able to authenticate with credentials, with tokens or both.

Once done, it will be possible to use the plugin, for that, it will be necessary to configure an alert command. By creating alert commands, you may specify and automate ticket creation.

This can be done from the alerts menu, in commands:

Enter a name, group, and the command, using as values for the parameters the macro _fieldx _, where x is the number of the parameter (they do not distinguish any order, each macro just needs to have a different number).

Once configured, you may configure the macro value below in the description fields.

Any IT strategist must keep in mind the business goal, so that their technology initiatives are aimed at delivering, rather than services and infrastructure, the added value of reliability and optimal performance that makes them achieve business goals and be more competitive. Read on to understand what KPIs are and how they help us with proper business management.

Definition of KPIs

According to Techopedia, un KPI (Key performance indicators) can be anything that an organization identifies as an important factor for the business. Under the principle that “if something is not measured, it is not improved”, a KPI measures results and, from there, if something deserves your attention, take actions to correct, improve and optimize. If your company is in retail, a KPI can be delivery times; in other companies, the sales close rate can be an extremely important KPI.
This means that even though KPI is a business-oriented term, IT strategists need to know what they are and what they are used for in business intelligence.

Examples of KPIs

Importance of KPIs in Business Management

KPIs help us measure progress, identify potential problems, and make decisions. To that end, KPIs must be defined according to a business management framework, with these features:

• Be quantitatively and qualitatively measurable.
• Have a goal related to the business.
• Identify and solve variables in the organization.

To define IT KPIs, first you must understand business goals to align them with the business; then you may define business and type KPIs (financial, operational, sales, IT, etc.). With this, KPIs are written and monitored in real time and periodically.

How tools like Pandora FMS transform real-time KPI monitoring

Being able to measure the business with indicators ensures visibility on business performance, seeking to achieve objectives to be met and even exceeded. With Pandora FMS, it is possible to define custom dashboards with graphs and summaries, for monitoring KPIs in real time.

Example: User Experience (UX) Monitoring

Information centralization allows you to get the same display, streamlining communication and collaboration in your IT team. We invite you to learn about a success story in logistics by applying KPIs, by clicking on this link.

What are KPIs?

Understanding what KPIs are allows you to define them and know how to interpret them for the success of a functional area of the organization and their contribution to the overall success of the organization.

Concept of KPIs as measurable indicators

KPIs are the measures that have been selected to have visibility on organizational performance and are the basis for decision-making aimed at obtaining the expected results. KPIs are monitored and presented on dashboards to understand progress or alerts on an implemented strategy.

Difference between KPIs and general metrics

Even though KPIs and metrics measure performance, there are differences in their concept: KPIs are quantifiable measures to measure performance or progress on key goals for the organization and work as measurable benchmarks for long-term objectives. While metrics are quantifiable measures, they are used for specific business processes at operational level and in the short term.

Relationship between KPIs and the control panels offered by Pandora FMS

In Pandora FMS, from a single platform, you may have graphical interfaces that show KPIs in a visual, intuitive and organized way. You may display real-time data, analyze trends, make informed decisions, and take timely action. Each dashboard may be customized with charts, tables, and other visuals that represent KPIs. That allows KPIs to provide the essential metrics, while dashboards are an accessible and understandable way to visualize and analyze those metrics.

Pandora FMS Dashboard

Types of most common KPIs

One thing we recommend is to consider the best practices of each industry, as they help you identify the possible KPIs applicable to your organization, based on available data and constant monitoring. Some of the most common KPIs are:

• Financial:
  
  • In sales, customer acquisition cost (CAC) measures the total cost of acquiring a new customer, including all expenses related to marketing and sales initiatives.
  • The profit margin is used to measure the amount of profit a company makes for each weight earned. This KPI reveals the amount of profit a business may retrieve from its total sales.
  • Cash flow evaluates the company’s ability to generate liquidity, which in turn reflects that it can pay the debts closest to expiration and also allows it to have a sufficient cash margin for possible defaults.
• Operations:
  
  • The supply cycle time evaluates the average time from the generation of a purchase order to product reception.
  • Inventory turnover rate measures the number of times inventory is renewed in a defined period.
• From IT:
  
  • Network uptime refers to the amount of time an IT infrastructure is operational and accessible. It is one of the most critical for IT management, as it has a direct impact on business productivity and efficiency.
  • Response time is what it takes for an IT team to respond to an incident, from the moment it is reported until it is identified and solved.

How Pandora FMS allows you to configure alerts and see these KPIs in a single dashboard

Pandora FMS platform is conceived to be able to configure alerts and display KPIs in the same dashboard efficiently and intuitively. To do so, the following steps should be followed:

• alertswill be triggered. This may include incorrect values of a module, specific events, or

SNMP

• .
  • Choose actions: Configures the actions that will be performed when an alert is triggered, such as sending an email, running a script, or logging an event.
  • Create commands: Defines the commands that will be run on Pandora FMS server when alerts are triggered. You may use macros to customize the parameters of these commands.
  • Assign groups: Define which commands are assigned to specific alert groups.

Once done, widgets (which are GUI elements, graphical user interface, or a small application that can display information and/or interact with the user) are added to the dashboard to display the KPIs you wish to monitor. You may include charts, tables, and other visuals. After adding them, widgets are customized to display the specific data you need, adjusting formatting, time intervals, and other parameters. Also, the dashboard is configured to be updated in real time, allowing KPI remote and continuous monitoring.

How to select the right KPIs

For KPIs to be effective, those that are truly aligned with the organization’s objectives must be appropriately selected. For that, implement KPIs that follow the same line as the company’s goals and strategic objectives.
As we said before, KPIs must add value to the organization, so it is important to know the strategic objectives and goals of your company (or the objectives of a strategic project) in order to define which KPIs make sense, since they must reflect progress towards that goal and its objectives. For example, if you have a manufacturing and distribution company, you should consider the KPIs we mentioned before, such as supply cycle time, inventory turnover rate, as well as production efficiency (percentage of productive time on the production line), total operating costs, delivery fulfillment, among others.

Practical example: selecting KPIs in a managed environment with Pandora FMS

The company Conferma, a provider of virtual payment technology in 193 countries, gives us an example of a selection of KPIs managed with Pandora FMS. For this company, the Confirmation Liquidation Platform (PLC) is fundamental, since it is the engine of reconciliation and liquidation. Monitoring was inefficient and time-consuming, considering multiple database servers, firewalls, load stabilizers, hardware security modules, virtual platforms, and web servers. Real-time display of data and processes was also required. By implementing Pandora FMS, it was possible to have tailor-made software and key database information to define the KPIs and dashboard to inform employees about the current performance metrics of the Conferma business platform, in addition to real-time automation of key performance statistics.

Tools to monitor and analyze KPIs

In management indicator monitoring, business intelligence and artificial intelligence turn out to be powerful tools to streamline the display and analysis of KPI performance, in addition to being able to automate corrective and even preventive tasks, which in sum makes the work of the IT team more efficient and quicker.

Importance of automation and display in KPI management

When leveraging automation for KPI management, data collection and analysis saves valuable time and avoids human error, and real-time insights are always critical in the up-to-date performance view. Automation also contributes to consistency through standardized and clear processes for everyone.
As for display, charts and dashboards are intuitive and clear knowledge material for everyone. Collaboration and communication are streamlined when we all have the same version of what is happening, allowing us to work in a more synchronized and effective way; and, of course, decision-making is done in a timely manner and is based on consistent and reliable information.

Pandora FMS-specific features

Pandora FMS has the capabilities to support your team in real-time display and monitoring of KPIs, such as:

• Custom dashboard setup is a Pandora FMS feature that allows each user to build their own monitoring page. You may add more than one page, and in there you may add monitoring maps, graphs and status summaries, among other elements.
• Remote and real-time monitoring, from the same platform, provides a detailed and updated real-time inventory of servers, network hardware, installed software packages, users, routers, etc. In addition, it offers real-time graphics for troubleshooting and performance monitoring. Also, APIs and remote monitoring are of great value for analyzing the state of the infrastructure and networks for a better response from your team.
• Custom and detailed report generation to evaluate performance, and even from different areas, such as support, time management and projects. Custom reports can also be created with SQL queries. In addition, reports may be presented in different formats, such as HTML or PDF, and then automatically emailed to your customers.

Example of Pandora FMS report on SLA

Practical example of KPIs and their impact

To be clear about the impact of adopting KPIs, what better than a case study of implementing KPIs in a company that uses Pandora FMS:
At Salvesen Logística, logistics operator for food manufacturers and distributors. A tool was required that not only measured technical indicators such as performance, CPU, memory, etc., but also intelligence based on User Experience and business indicators. A probe programmed to simulate user behavior was implemented and every few minutes transactions are made on probes scheduled to emulate user behavior, at the same time transactions are made on the main global IT services for Salvesen customers. This comprehensive monitoring of key KPIs (such as order management, receptions, dispatches) allows you to maintain the expected service levels, in addition to being able to anticipate possible problems before they take place.

Obtained results: Reduced response times and improved SLAs. With Pandora FMS, transactional monitoring of the business has been implemented, reproducing the full cycle through which a message goes by, from when it leaves the customer, until it reaches our mailbox (Office 365, EDI, AS2, FTP, etc.). Pandora FMS has also been integrated with Salvesen’s WMS (Warehouse Management Service) and TMS (Transport Management System) platforms.

The main benefits have been:

• Early alarms and proactivity management: detection of all service levels before it affects operations, allowing early reaction to tackle the issue, along with an automatic communication system with the employees or customers using template-based alarms (via email or SMS).
• SLA management for comprehensive quality control of Salvesen Global IT Services. An executive report may be created for the management committee and senior management of the company. Also, SLA management allows you to have the information to be able to negotiate a contract renewal with a supplier.
• Reduction of the operational load, saving 24% in the operational load of the IT area that previously had to do specific health checks, being able to focus on improvements in products and services for customers.

Conclusion

Business areas are clear about their initiatives and will be influencing decisions about IT initiatives that are aligned with the organization’s goal. You and your team must clearly define the IT KPIs that add value to the company, relying on tools with real-time information and in an intuitive way, in addition to taking advantage of business intelligence capabilities and automation that ensure the timely response of your team.
We invite you to rely on Pandora FMS to optimize monitoring, analysis and decision-making based on KPIs, by:

• Automatic data collection from multiple sources, such as servers, applications and networks.
• Alert and notification management, configuring automatic alerts to receive notifications in real time when problems or significant changes in KPIs are detected.
• APIs to integrate business processes and automate configuration, notification and process management.

Reach out to our team of consultants to help you define KPIs and intuitive dashboard you and your team require.